Customer Service Representive

MasterBrand Cabinets LLC

23h

About The Position

A Customer Service Representative (CSR) provides support to customer accounts and handles any team calls routed to them. Responsibilities include, but are not limited to, assisting customers via phone, chat, and email; processing orders; and issuing credits and return authorizations. The CSR serves as the primary point of contact for customer inquiries. They also support the sales team by answering questions and troubleshooting issues. The CSR is responsible for ensuring timely resolution and closure of all reported issues.

Requirements

High school diploma or equivalent required.
Strong service mentality – dedicated to satisfying the customer
Strong oral and written communication skills
Attention to details accurate
Ability to meet deadlines in a fast-paced environment
Solid organizational skills with the ability to manage multiple tasks at once
Exceptional math skills
Product knowledge
Order entry and computer skills – Microsoft Word/Excel/Outlook and Lotus Notes
Self-motivated
Team oriented

Nice To Haves

College experience and/or two-year degree preferred.

Responsibilities

Effectively communicates with customers team service agents and management.
Serves as key interface to MBCI customers in responding to customer inquiries including but not limited to order status product information claims/returns order processing account status and sales program.
Assesses customer-related problems or issues to develop and implement appropriate resolution; responds to consumer and customer inquiries with due diligence
Responds promptly to customer requests claims resolution order update and order confirmations investigate requests for no charge replacement items.
Interacts appropriately with all MBCI departments to resolves issues.
Shows proficiency and high level of expertise with all business systems as they pertain to this organization.
Answers incoming calls according to department standards and provides appropriate and timely customer feedback.
Processes product returns credits bills.
Provides order entry for multiple brands.
Ensures familiarity with the full breadth of products from stock to custom.
Use knowledge of all aspects of customer service functions to successfully maintain daily account responsibilities.
Excellent phone and order entry skills.
Excellent understanding of basic product knowledge.
Self-development/continuous education- develops with Supervisor.
Maintain knowledge of new products and product changes.
Processing and maintenance of orders outside of normal processes to meet customer or system requirements.
Maintain customer account information process and procedure documentation as well as training role backups.